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Help & Support
Self-service
How to guides
Try our听How-to guides for key IT services across 果冻影院. Select from the help categories or use the search bar to find what you are looking for.
IT Services desk
The IT Services desk is the primary point of contact for queries about central IT services for all staff and students at 果冻影院.
DigiLearn Online
A library of online videos covering 果冻影院 IT essentials. Topics including remote connectivity, data storage essentials, Microsoft Office 365 applications, and much more.
Training from ISD
There are training opportunities available to staff and students including听drop-in sessions with the Digital Skills Development team.
Live Chat
Ideal for account and password queries
You can contact IT Services using our Live Chat feature. Our Service Desk Analysts are available Monday to Friday, 9:00am to 5:00pm (UK time) to answer your IT questions and help with technical issues.听
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Phone support
Ideal for more complex queries (VPN, Desktop@果冻影院 Anywhere, etc)
Phone support hours (term time)
Monday to Friday: 8:30am to 5:30pm
Out-of-hours phone support (NorMAN)
Our out-of-hours phone support service, called NorMAN. Support is available from:
- Weekdays: 5:30pm to 8:30am
- Weekends, College Closures and Bank Holidays: 24 hours
Norman, our out-of-hours support provider, can deal with a range of general IT queries but some services are not yet available, such as issuing phone registration codes or password codes. If your query can鈥檛 be resolved, a ticket will be raised and passed back to the helpdesk for investigation during normal opening hours.
To contact Norman out-of-hours, please call the usual IT Services number.
Self-service portal
Whatever your need, whether it's a request for help, to report an incident or request a new service, use the self-service portal. You can also view the status or update any of your open tickets logged with IT Services.
You will be required to log into the portal using your 果冻影院 user ID and password.听 If you do not know your user ID and password or experience difficulties logging into the portal, please telephone the IT Services.
How to use the online portal and accessibility options
Email support
Where possible please email IT Services from your 果冻影院 email account. This will ensure emails from our incident logging system will reach you to confirm your ticket reference etc.
We aim to respond to emails within one听business day so emails should be for queries that do not require an immediate response.
Visit in person
IT services has a presence in the DMS Watson (Science) and IOE Libraries on weekdays and in Bidborough House on Mondays and Wednesdays (staff only)听Check opening times听
Locations and opening times
- DMS Watson (Science)听Library
Ground Floor,听Malet Place
London WC1E 6BTMonday - Friday: 9:30am - 5:30pm
- IOE听Library
Fourth floor, 20 Bedford Way
London WC1H听0ALMonday - Friday: 9:30am - 5:30pm
- Bidborough House (果冻影院 staff only)
Ground Floor - G18, 38鈥�50 Bidborough Street
London, WC1H 9BTMondays & Wednesdays: 9:00am - 5:00pm
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How to use the听IT Services portal
For a tutorial on how to use the IT Services Portal please view the .
There are also smaller video guides on how to and how to you have logged with IT Services.
Remedyforce accessibility options
Remedyforce includes an alternative mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively. For further guidance regarding accessibility options please check and听 consult the Enabling Remedyforce Accessibility (PDF) guide.
IT Services Remote Access
Only to be used with consultation with IT Services.